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Learn how to effectively utilize the triage channel to manage tickets created in external systems like Zendesk and Freshdesk
Last updated
Learn how to effectively utilize the triage channel to manage tickets created in external systems like Zendesk and Freshdesk
Last updated
Learn how the triage channel's behaviour changes when tickets are created to external systems. This is applicable for both customer support and internal support use cases.
Note: Currently, this feature is available only for Zendesk and Freshdesk integrations. If you require support for other integrations, contact us via Slack or at support@clearfeed.ai.
Whenever a Zendesk/Freshdesk ticket is created - it is directed to the Triage channel of the respective Collection as shown below.
Replies from the triage channel are synced to the external ticket and vice-versa.
The Zendesk/Freshdesk ticket ID and URL are visible on the triage channel block for easy access.
The Edit Zendesk/Freshdesk Ticket
button lets you manage the external ticket properties defined in the Form's Edit Ticket section used to create the ticket.
Read more about managing the edit ticket form: for Zendesk ticketing, for Freshdesk ticketing.
Use internal comments (prefix messages with 🔒emoji) to collaborate internally.
Optionally, you can also send these internal comments to Zendesk (as internal notes) and Freshdesk (as private notes).
Learn how to enable this setting here.
Mark ticket as Solved
button allows users to resolve the external ticket.
View Form
button lets responders view the form filled out by requestors when creating a ticket.
If a request is auto-assigned to an agent on ClearFeed, its corresponding ticket will be assigned to the same agent on Zendesk, assuming they have an admin/agent account there.
Note:
Auto-Assign must be enabled in the relevant Collection.
If the ticket is already assigned to some agent on Zendesk, this will not work.